Under Milkwood Gaming: IT Operations Management Analysis Report

This report provides a detailed analysis of IT Operations Management at Under Milkwood Gaming Pty Ltd. It examines the company's legacy systems, the importance of monitoring SLA metrics, and the BTOPP framework. The report also explores IRB engagement in decision-making processes, the impact of ITOM on various management areas, and conducts a cost and risk analysis. Key aspects discussed include the company's IT infrastructure, software updates, and server farms. The report offers recommendations for improving IT operations and concludes with an overview of the findings. The analysis covers different departments such as Administration, Marketing, Sales, IT Operations, and Production, which are vital for the company's success. The report emphasizes the significance of aligning IT strategies with business goals and ensuring efficient service delivery to customers. The analysis includes the challenges and opportunities associated with the company's operations and highlights the need for continuous improvement.

Information Technology
Operations Management

Management Summary
The proposal involves analysing Under Milkwood Gaming Pt Ltd and different aspects that
have impact on firm. The SLA agreement which takes place between supplier and employer will
be specified so that any kind of issues that can be problematic in future can be avoided. In
addition to this, legacy systems will be ensured so that there do not exist any kind of
vulnerabilities which can lead to create problems for firm. In addition to this, there are certain
management areas which utilises information technology within their working, thus the
relationship or dependencies among them will be specified by which they can work together in
an alignment and ensure high efficiency along with effectiveness.

Table of Contents
Management Summary....................................................................................................................2
Introduction......................................................................................................................................4
Scope......................................................................................................................................4
Objectives...............................................................................................................................4
Legacy system........................................................................................................................4
How as well as why SLA metrics is monitored.....................................................................4
BTOPP....................................................................................................................................4
How business counterparts are engaged.................................................................................5
IRB engagement along with decision processing...................................................................5
Impact of ITOM on management areas..................................................................................5
Cost and risk Analysis............................................................................................................5
Costs.......................................................................................................................................6
Benefits...................................................................................................................................6
Recommendations............................................................................................................................7
Conclusion.......................................................................................................................................7
References........................................................................................................................................8

Introduction
Information technology operation management is defined as entity that is accountable for
functionalities that are conducted in organisational IT infrastructure along with applications for
controlling and maintaining systems in continuous manner. Basically, they imply set of processes
as well as services which are provisioned via IT employees to their external or internal clients by
them for execution of their business operations. It denotes application of operations management
for business technological requirements (Albergaria and Jabbour, 2020). This comprises of
provisioning of capacity management performance as well as security management, IT
infrastructure along with availability management for information technology assets and
infrastructure. This report is based on case study of Under Milkwood Gaming Pty Ltd, that is
gaming organisation and has near about 10 games that can be played by making use of different
platforms. The proposal will throw an insight into scope, objectives, legacy system, monitoring
SLA metrics and BTOPP. Furthermore, it also involves IRB engagement along with decision
processes and impact of alterations that will be created on operations management of
organisation. In addition to this, cost, risk as well as summary will be discussed with some
recommendations.
Scope
The proposal is based on IT operation management that will address legacy system and
reasons for illustrating monitoring SLA metrics has to be defined along with business,
technology, operations, processes and people. It will also involve IRB engagement within
process associated with decision making (Burin, Perez-Arostegui and Llorens-Montes, 2020). In
addition to different management areas will be illustrated which are liable for IT operations
management.
Objectives
The objective of this proposal is specified below:
 To develop understanding of legacy systems along with ways to monitor SLA metrics for
organisation
 To analyse the engagement of IRB within process associated with decision making.
 To identify important management areas related with IT operations management and
dependencies among them.

Legacy system
In context of computing, legacy system is defined as outdated computer systems,
application software or programming languages which are utilised irrespective of upgraded
version which is available. They are related with processes or terminology which is not
applicable with respect to current content thereby creates confusion (Dai and et. al, 2020). This
can be problematic as this may lead Under Milkwood to have lack of security support and
compatibility issues. An example can be taken to understand this aspect like if there is
vulnerability then latest updates will provide way to deal with it. But when they are not being
implemented by firm then it makes them more prone or vulnerable to certain attacks that can
hamper goodwill and assets of organisation.
How as well as why SLA metrics is monitored
Service level agreement refers to level of service that can be expected from vendor by
laying out metrics through which services can be measured as well as penalties or remedies are
agreed on service levels are not attained. Basically, it illustrates levels of services which are
anticipated by customers from their suppliers. This takes place between external suppliers and
companies. SLA acts as integral part that exists within contract of IT vendor. It is liable for
pulling up together data with respect to contracted services on which both the parties have agreed
on within a single document (Glock and et. al, 2019). This clearly illustrates the responsibilities,
expectation and metrics so in case of any kind of issue within services or event then neither of
parties involved within the agreement can decline the plead. For an instance if vendor is
supposed to render bandwidth of 2GB per second and both the parties have agreed on this but in
case if this is not met then adequate actions as per the agreement can be taken for breach of
services or hindrance within services furnished.
In case if any contract do not contains relevant SLA that is not being reviewed through
legal counsel then it is inadvertent or deliberate towards misinterpretation. It is liable for
protecting both the parties those have agreed on the agreement as assets of employer as well as
suppliers are involved within this (Limani, Hajrizi and Stapleton, 2019). In addition to this, SLA
must be aligned with business or technological objectives associated with engagement.
Misalignment can lead firm to have pessimistic influence on quality of services furnished,
customer experience and price dealings. Thus, it is crucial that SSLA is taken into consideration

while rendering nd taking services from third party as this leads to avoid mismanagement and
confusion that might lead to adverse impact on functionalities of under Milkwood firm.
The services providers provide organisation with statistics through online portal so that
they can have proof of performance and quality of services rendered by them. With respect to
this customers can check whether requirements illustrated within service level agreement are
accomplished or not (Mishra and et. al, 2019). This will also lead to ensure that whether service
credits have to be made or any other penalties will be laid out within SLA. An example can eb
taken into consideration in context of Under Milkwood the firm develops gaming applications
and for this suppose they have taken software from cloud but once the game is developed then
they are not making use of that platform. As per SLA which has been occurred in between
employee and they have to pay or utilised services and for this metered system is used. But in
case if vendor charges for software when it is not used then it will be regarded as breach of SLA
agreement. Thus, for monitoring metered system is used by cloud providers. So that usage of
service can be computed easily without any conflicts and miscommunication. This is reported
through online platform.
Normally these methodologies as well as processes are left for outsourcing firm for
identification so that it can be ensured all these aspects are supporting service level agreement.
But it is suggested that client as well as outsourcing firm work in collaboration while SLA
contract is being negotiated for elimination or eradication of any kind of methods or support
within reporting methods (Reid and Sanders, 2019). To deal with critical offerings, customers
need to make investments in third party tools through which SLA performance data can be
captured automatically that will render objective measures related with performance.
BTOPP
This denotes business, technology, organisation, process and people framework which is
illustrated from The Corporation of the 1990s by Michael Scott Morton’s. The strategies are
specified beneath:
 Business: Information technology is in contrast and is also aligned with demands of
market by addressing internal needs by which effectual supply chain of firm can be
intensified (Shea and et. al, 2019). This will lead Under Milkwood to ensure that they are
able to accomplish needs of customers. It has to be made sure that any planned

applications related with information technology must be strongly associated with
business strategies.
 Technology: Software along with hardware in collaboration formulates the functional
environment that is being formulated within technical environment. This can be
networked along with planned levels of functionalities as well as security (Song and et.
al, 2020). System has to be networked and configured in an appropriate manner through
which there can be aggregation among all the departments of Under Milkwood so that
right people is being provided with adequate services on time.
 Organisation: They needs to be structured as well as have to be restructured so that firm
can have their strong IT bases. This illustrates much more than downsizing. The location
of offices, work teams along with customer services facilities will be impacted. Under
Milkwood has unlike departments with near about 400 employees. It denotes that system
maintenance acts as critical aspects for organisations in contexts of system updates that
are being carried out on regular basis. The adjustments that are being made with
reference to new technologies take months or even years.
 Process: In this case, focus is laid on making end to end liberation of services or
offerings. With reference to relevant practices and procedures are being designed by
which Under Milkwood can make use of engineered business processes. This leads to
delivery, recognition and integration of new capabilities related with information
technology (Stoel and Havelka, 2020). After initiation, these processes need to be
reengineered for reflecting changing situations. A wide variety of management practices
and work procedures must be adjusted and changed by Under Milkwood to mesh with the
major engineered business processes, such as product design and order processing.
 People: Management make sure that they are able to make use of adequate workforce in
relevant way through which they will be motivated to render them with relevant working
environment. Business partners, customers and employees need to acknowledge ways in
which information systems can be utilised for getting job done (Sun and et. al, 2020).
In this way other business counterparts can be engaged by making them learn information
system and ensure that they are comfortable with software that is being utilised by Under

Milkwood. It is necessary that they must acknowledge know-how, authority and motivation for
making use of software for getting jobs done.
IRB engagement along with decision processing
Institutional review board is appropriately constituted group that is being designated
formally for reviewing as well as monitoring biomedical research that involves human subjects.
With reference to FDA regulations, IRB possess authority for making approval, needs alterations
for securing it or may disapprove this (Taylor and et. al, 2020). This group has important role
within protecting rights as well as welfare in context of human research subjects. The rationale of
IRB review is to ensure that both in context of advanced along with periodic reviews, adequate
steps must be taken into regards for protection of rights of those humans who participate like a
subject within research. In context of Under Milkwood, the IRB have to look into games of firm
so that they do not have any kind of element that can lead to negative impact on mindset of
people in any way. For doing so IRB utilises group processes for reviewing research proposals
along with associated material. In this case, it can be SRS software. The primary purpose is to
review informed consent for assuring welfare of subjects is being protected or not. The signed
informed consent document acts as evidence for ensuring that document possess evidence for
prospective subject. IRB review also makes sure that individual has compiled to applicable
regulations. In this ways IRB is engaged within decision processing by ensuring that peculiar
document must be approved or not.
Impact of ITOM on management areas
Each organisation have different management areas who are liable for ensuring that
operations conducted in adequate manner. With respect to Under Milkwood, they are illustrated
below:
1. Production operations: This is an important aspect that has to be maintained by Under
Milkwood firm. This section comprises of management associated with website of firm,
carry out software uploads, furnish individual games sites and adequate server firms. It
will lead them to make sure that their customers are able to have adequate services, for
making people aware about services a website is provided to customers (Trimble,
Murambiwa and Du Plessis, 2019). This will also act as an easy option to communicate
with organisation in terms of their offerings.

2. Human resource: This management function is responsible for ensuring that they have
adequate human capital that can furnish services as per desired standards by making on
time delivery of peculiar game. For this, they make use of relevant platforms that enables
them to grab them well qualified employees who can work by making sure that deadlines
of project are met and for this make use of information technology so that unnecessary
cost involved can be avoided.
3. Hardware research and development: This section of management involves graphics,
hardware drivers, devices and many more aspects. They are responsible to ensure that
employees have adequate set of devices that will enable them to deliver their services
precisely (Albergaria and Jabbour, 2020). Graphics have critical role within games thus,
this management function has critical impact on quality that is being delivered, Suppose
that there is graphics cards within their devices , this will lead to impact quality of
services and it may not pleasing to customers as well as employees and will be difficult
for firm maintain both these assets.
4. Software research & development: This comprises of operating systems, games engines
and many more aspects. Without operating systems, system do not work similarly if
adequate software are not available with firm then they will not be able to develop games.
Like if Java JRE is not present or installed, java platforms like Eclipse, Netbeans, etc can
be utilised for developing applications. Similarly, while development of games it is
necessary that Under Milkwood possess adequate software that will lead them to ensure
that games are designed in accordance to needs of their probable customers. This is
dependent on hardware like each software have their own specifications like storage
space required, whether it is 32 bit or 64 bit, this entirely depends on hardware used.
5. Game development: This is major component of Under Milkwood as they are liable for
development of organisation. But this component of management is completely
dependent on hardware and software. Thus, for development of games it is essential that
adequate platform is utilised by organisation so that they can work as per their gaols and
have strong market positioning.
6. Game production support: When game is developed and launched, it d not means that
work is done but it also involves in case any problem occur while customers play it then

relevant support must be provide d to them so that they are satisfied and waits for more
releases.
Cost and risk Analysis
Various risks are related while developing games, some of the risks that may be suffered
by Under Milkwoord are specified beneath:
 Employee risk: This comprises of high absenteeism or severe illness due to any reason.
In case senior managers are not available for longer time frame and have been replaced
by someone other than it leads to high prospect that they or employees may not be able to
acknowledge there working style and thus may end with creating a pessimistic impact on
their overall performance as it takes time to come up with new management (Burin,
Perez-Arostegui and Llorens-Montes, 2020).
 Technical failure: This comprises of malfunction associate malfunctioning of hardware,
update errors, system server is down or there may be breakage in cables and many more.
Along with security breach can lead to creation of adverse influence on overall working
of Under Milkwood.
 Economical risk: It involves alterations within governmental policies. Like due to Covid
19 certain policies have been altered and employees has to work from home but this can
be considered as appropriate for organisation (Dai and et. al, 2020). The reason behind
this is that it is not necessary that each employee or developers will have all the tools or
platform with them through which they can work on development of games. The other
instance can be taken into consideration like in case government of Australia is changed
by elections then new government will have their set of procedures and will implement
those. This leads to probable impact in which Under Milkwood renders their services.
 IRB approval: If Under Milkwood due not have approval then they will not be able to
work within development or particular game.
Costs
The cost that incurred while developing their games is mentioned below:
Sales
Online $35
Store $15
Exibithion $10
Other $16

Total $76
Cost
Operating $15
Non-operating $10
Mis $11
Profit $30
Debt
Long term $60
short term
borrowing $35
Other investers $25
Total $120
Recommendations
It is suggested that it is crucial that Under Milkwood must opt for legacy system as it
avoids any kind of confusion which may occur due to not having particular SLA. As the third
person cannot deny on what they have agreed on. This will assist firm to have adequate proof of
what both are supposed to do which makes it very clear what is to be provided by whom. In
addition to this, it is recommended that they need have legacy systems as if their working
devices are not updated then they will be more prone to security threats. Thus, it becomes
important to abide to all the updates which comes in as they will be offering firm with better
features that will lead them to have affirmative results.
Conclusion
From above it can be concluded that, IT operations management is critical concept where
organisation have to merge or align their operations in context of information technology that
will enable them to attain higher levels of efficiency along with effectiveness. Furthermore, firm
need to ensure legacy system, abide to SLA and also take into consideration different aspects
which can hamper their operations. In addition to there are certain management aspects which
makes use of information technology thus it becomes important to ensure confidentiality,
integrity and availability of required information.

References
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